Submit a policy service request

Help your customers by submitting a policy service request for them.

Before you begin

Role required: sn_ins_policy_b2b.contributor

Note:

The applicable universal contributor role can also be assigned to create a case. For more information, see User roles and FSO Business rules.

Important:

For the contributor role to work, it must be combined with one of the CSM Contributor users roles. For more information, see Roles and Personas.

About this task

Requestors, contributors, and processors can submit policy service requests for customers.

Customers can submit policy service requests from the Consumer Service Portal or another self-service portal. They can select a service catalog item, fill out the necessary form, and then submit a form.

Note:

Before your customers can submit a request using the Consumer Service Portal, you must have the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal).

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Select the lists icon ().
3. Create a policy service request from the customer record or an interaction record.

   Option	Steps
   Policy service request from a customer record	In the Lists tab, under Customer, click Consumers. Click the customer record that you want to open.
   Policy service request from an interaction record	In the Lists tab, under Interactions, click My Interactions. Click the interaction record for the customer that you want to open. For information on how to create an interaction, see Create an interaction.

4. Click Create Policy Request.
5. From the Catalogs list, select Financial Services.
6. Under Categories, click Insurance Policy Service.
7. Click a policy service that you want to submit a request for.
8. Fill in any necessary information that is related to the request.
   Note:

   Each policy service request form has a different set of fields that are based on the policy service.
9. Click Submit.

Result

Based on the request type, a policy service case is created in the New state. The case is assigned to an assignment group or a policy processor in the policy service department. The assignment group or user that the case is assigned to is based on the assignment rules.

What to do next

• Click View Details to open the policy service case and view its details. You can also add additional information in the Comments field that can help the policy processor in resolving the case.
• A policy processor can start working on the case and its tasks.